ServiceNow Service Request Analyst (India)

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Requirements:

• 2+ years' experience working with the ServiceNow ITSM platform.
• Strong debugging skills.
• Knowledge of ServiceNow core functionalities, including incident management, change management, and service catalog.
• Experience collaborating with multiple groups including internal business or engineering units, customers, and vendors.
• Excellent communication and documentation skills, able to convey complex technical concepts.
• Comfortable raising risks and issues to Senior Management.
• Ability to deliver a high degree of customer satisfaction.
• Ability to work in a matrixed organization and handle ambiguity and change.

Responsibilities:

• Accountable for managing daily activities and tasks of service requests.
• Provide 1st and 2nd line customer support.
• Serve as the primary contact for the client, ensuring service delivery aligns with company standards.
• Fulfill service requests or escalate them to appropriate DevOps teams efficiently.
• Take ownership of incidents and requests, collaborating with colleagues and client stakeholders.
• Provide efficient resolution of issues while focusing on user experience.
• Point of contact for technical assistance and best-in-class client service.
• Identify problems timely, gather and analyze information, and develop alternative solutions.